10bet Casino UK - Player’s complaint about inadequate responsible gambling measures.

I am submitting this complaint against 10bet Casino due to a lack of responsible gambling measures during my recent gambling activity. As a player who has struggled with gambling addiction in the past, I have always relied on operators to enforce the necessary safeguards to protect me from further harm. Unfortunately, 10bet failed to meet these obligations.

I recently experienced a relapse following the expiration of my GamStop self-exclusion. During this period, I made multiple deposits and wagered large amounts of money without receiving any form of reality check or intervention from 10bet. Despite the clear signs of excessive gambling behavior, the casino did not take any action to ensure I was gambling responsibly. No pop-ups, warnings, or requests to verify my gambling limits were presented, which would have allowed me to pause and reconsider my behavior. I believe this shows a clear failure on the part of 10bet to uphold their responsibility under the safer gambling guidelines.

Given my gambling history and the significant amounts I was wagering over a short period, it is reasonable to expect that the casino should have identified this as problematic behavior. Operators have a duty to monitor their customers’ gambling activity and intervene when necessary, especially when players exhibit signs of harm. Instead, I was able to continue depositing and betting without any attempt by the casino to mitigate the risk, ultimately exacerbating the relapse I was trying to avoid.

I have since reactivated my GamStop exclusion to regain control, but I feel that 10bet’s failure to implement basic responsible gambling measures has caused significant financial and emotional harm.

I am seeking a resolution where 10bet acknowledges their failure to intervene appropriately and refunds the funds lost during this period. I would also appreciate it if this case could serve as a reminder of the importance of applying proactive, effective responsible gambling measures to prevent harm to other vulnerable players.

Dear willnj,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with 10bet Casino UK.

I checked the website and found out that 'taking a break' and 'player limits' are responsible gambling features that are available via customer support.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please explain what the disputed amount of 140 GBP refers to in this situation?
• Have you informed the casino about a gambling problem in the past?
• Is your account in the casino currently blocked?

Thank you very much in advance for your reply.

Best regards,

Tomas

Dear Tomas,

Thank you for your follow-up and for looking into my case with 10bet Casino UK.

To address your questions:

The disputed amount of £140 refers to the net losses I incurred during my relapse after lifting my GamStop self-exclusion. This was a vulnerable period for me, and despite my high level of activity, 10bet did not apply any responsible gambling checks, reality checks, or limits to safeguard me from harm.

I had not informed the casino directly about my gambling problem prior to the relapse, as I was relying on my GamStop exclusion to protect me. After lifting it manually, I experienced a relapse, which I believe the casino should have detected due to the clear signs of problem gambling (i.e., frequent deposits and large wagers over a short time frame). Despite these clear red flags, there was no intervention.

My account is currently blocked, as I have since re-registered with GamStop to ensure I do not gamble again. However, I strongly feel that 10bet failed in their duty to intervene during my gambling activity when it was evident I was at risk of harm.

I believe the lack of intervention shows a failure in 10bet's responsible gambling practices, and I am seeking a refund of the £140 in losses incurred during this period.

Dear willnj,

I am sorry, but we don't view the player protection mechanisms you describe as mandatory in online casinos. Not many online casinos will have the protection you are describing. If such protections are mandated by the licensor and such protection fails, it's not up to us to determine any potential fault of the casino. Since your account is already closed due to your registration with Gamstop, we might not offer any other recourse.

Please let me know if I overlooked any information, otherwise we'll be forced to close the complaint.

Dear willnj,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.